Global Major Incident Manager — ITIL Crisis Leader

Home Credit Philippines; Quezon City; Hybrid; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

Hybrid work setup

Up to 20% variable performance-based 0

HMO on Day 1 and HMO dependents cover

Access to mental health and wellness

Wellness Leaves and Birthday Leave

Internal career mobility options

Local and international learning

Job summary

Home Credit Philippines is seeking a Major Incident Manager to oversee end-to-end IT incident handling and ensure service restoration. You will coordinate across global teams, support incident plans, and uphold SLAs/OLAs while driving continual improvement.

The role focuses on incident, problem, and event management with strong emphasis on planning, communication, and knowledge sharing to reduce incident recurrence.

Qualifications

• Practical ITIL lifecycle experience across design, transition, operations and continual service improvement.
• Experience working with a global team across countries and time zones.
• Exposure to a broad range of infrastructure and application technologies (Wintel, SQL Server, Networking, Storage).
• Strong planning, organizing, time and priority management skills.

Responsibilities

• Performs the day-to-day operational and managerial tasks demanded by the Incident Management process flows.
• Support the major incident management team with critical components of the plan to enable decisions during incidents.
• Ensure activities within a process are performed at high quality meeting SLAs/OLAs.
• Communicate with the process manager; work with Tier 1 Support for proper recording of major incidents.
• Determine if major incidents should be escalated by priority and severity.
• Ensure major incidents assigned to support groups are resolved and service is restored.
• Monitor major incidents to ensure SLAs and OLAs are met.
• Identify incidents for review and participate in incident reviews after major incidents.
• Identify potential problems and increasing trends of repetitive incidents.
• Create knowledge articles with repeatable procedures to reduce incidents.
• Other duties related to IT Operations including incident, problem and event management.

Skills

ITIL

Global team

Planning

Prioritization

Incident mgmt

Tools

Jira

Job description

Home Credit Philippines is seeking a Major Incident Manager to oversee end-to-end IT incident handling and ensure service restoration. You will coordinate across global teams, support incident plans, and uphold SLAs/OLAs while driving continual improvement.

The role focuses on incident, problem, and event management with strong emphasis on planning, communication, and knowledge sharing to reduce incident recurrence.